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This undated photo shows one of the dispatch cubicles in Provo's Metro Communications Center.

Courtesy Provo City

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The Metro Communications Center takes emergency dispatch calls for both Provo and Orem.

Courtesy Provo City

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When telephones and radio channels were the only means to manage emergencies, dispatchers could only hope for a better future. Thanks to advances in technology, that future is now for the Metro Emergency Communications center.

When someone calls to report an emergency in Provo or Orem, be it a fire or police matter, dispatchers will now be working with a new, automated dispatching system designed to expedite calls and reduce response times — potentially saving lives.

The Phoenix G2 Voice Alert is a computer-automated dispatch module that assists public safety dispatchers during an emergency call by taking over the task of reading dispatch information aloud. Voice Alert is an alternative to a human verbally relaying dispatch information for each call.

“The speech is generated in a fraction of a second and sent to individual stations immediately, freeing up a dispatcher for other critical tasks or calls,” said interim Provo Fire Chief Jeremy Headman. “The automated dispatch system is our latest effort improving emergency response.”

Not to worry, the human connection is still there and will be involved with the emergency call.

“Our consolidated dispatch has been successfully operating for more than six months, making it an ideal time to provide this vital tool to aid dispatchers in better meeting our citizens’ safety needs,” said Provo Mayor Michelle Kaufusi.

On Jan. 1, Provo and Orem cities combined for a consolidated dispatch center located in Provo’s brand-new emergency center at Provo City Hall. Some emergency calls for Lindon and Vineyard are also handled by the center.

“The dispatch center increases levels of service, enhances training and advancement opportunities for employees, reduces overhead, improves efficiency and creates opportunities for even more cooperation and collaboration between the two cities,” Kaufusi said.

According to officials, the new system will help the nearly 35 dispatchers do their work better and faster while bringing a higher level of safety to residents.

“Our outdated dispatch system is 25 years old with technology that no longer meets our city’s needs,” Headman said. “Our new automated system will get crews to the scene faster. Dispatchers no longer need to monitor two radio channels at once because the system will automatically populate with the recommended units to meet our targeted five-minute response time, depending on location and availability.”

The equipment installation has been completed for the $700,000 Phoenix G2 Voice Alert, with costs shared equally by Provo and Orem. However, dispatchers must still go through training and apply software updates. The system is expected to be in service by the end of September.

“Our dispatchers are trusted with life safety and they take that responsibility seriously. To say they are excited about the new technology is an understatement,” Headman said.

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